JOHN EZEIBE
@johnezeibe
I resolve technical customer issues and improve retention across telecom and banking support.
NigeriaWhat I'm looking for
I currently support MTN Nigeria customers through Genesys Cloud CX, resolving technical and service-related issues while maintaining a 98% issue resolution rate.
Across customer support, customer experience, and outbound engagement roles at MTN Nigeria, I've handled phone, email, live chat, and social media interactions. I've resolved up to 96% of customer inquiries within 24 hours and helped increase customer satisfaction from 80% to 94%.
I document cases, escalate complex complaints, track resolutions, support customer verification, and keep stakeholders informed. My work is grounded in timely updates, service investigations, and practical troubleshooting.
Before MTN Nigeria, I supported stakeholder operations, records, and coordination at FirstBank. I bring experience across telecommunications and banking, using CRM platforms including Salesforce, Zendesk, RingCentral, Dimelo, Siebel CRM, and Genesys Cloud CX.
Experience
Work history, roles, and key accomplishments
Provides customer and technical support using Genesys Cloud CX. Maintains a 98% issue resolution rate and improves customer retention.
Managed outbound customer engagement and multichannel support. Resolved 96% of customer inquiries within 24 hours.
Supported customer verification, reporting, and stakeholder engagement. Achieved a 97% issue resolution rate.
Increased customer satisfaction from 80% to 94%.
Technical Support Administrator (Paralegal)
FirstBank
Sep 2014 - Feb 2021 (6 years 5 months)
Managed stakeholder support, records, and operational coordination.
Education
Degrees, certifications, and relevant coursework
Nnamdi Azikiwe University
Bachelor of Science, Computer Science
2008 - 2012
Bachelor of Science in Computer Science from Nnamdi Azikiwe University, Anambra, Nigeria, from October 2008 to August 2012.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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